Since his first job 1976, Ivor has been involved with delivering services, and with IT services since 1985. After some real work initially – setting up and running a warehouse computer system - he has been teaching, writing and presenting about service management ever since 1989 – including ITIL v1, V2 and V3, ISO2000 and speaking at hundreds of events over 42 countries. Now officially retired, he still delivers some training – ITIL and Devops – and is always keen to attend conferences and talk about how his 34 years associated with best practice has really just been telling people to trust their own common sense.
Our future will feature AI, that is surely true. But what that future will actually be like is hard to know and expectations and predictions are often influenced by our own current ideas and opinions. This talk will be a personal perspective based on over 40 years of service management, and observing how common sense and learning from other experiences has not always been among ITSM's major strengths.